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Nabilah Binti Salleh
Business problem:
Managers have no way to tell how a call went without listening to the recording end to end, so in practice calls go unreviewed.
Desired outcome:
  • Automatically detect the customer's sentiment (positive / neutral / negative) on a call once it ends
Score sentiment separately for customer and agent, so a frustrated customer handled well isn't flagged the same as a call where both sides escalated
  • Show call sentiment in reports alongside conversation sentiment, so managers can spot patterns over time
  • Let managers set up actions in Workflows based on call sentiment (e.g. notifications, follow-ups, escalation)
Use Case:
A manager overseeing a team that handles calls currently has no visibility into call quality without manually listening to recordings. With sentiment detected automatically after each call, they'd be able to filter for the negative ones and act — coaching the agent, following up with the customer, or escalating — instead of finding out when the customer complains.